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About the Role

The Team Lead, Client Services leads a team of Client Service Associates to deliver exceptional service to high-net-worth clients. This role combines team leadership with hands-on client service responsibilities, fostering a collaborative, client-focused culture, coaching and developing team members, and driving continuous improvement in service delivery and operational processes.

Responsibilities

• Supervise day-to-day activities of the Client Services team, balancing workload and shifting priorities to ensure excellent client service.
• Coach, mentor, train, and develop Client Service Associates; manage performance and provide input on hiring decisions.
• Set clear goals and expectations for team members, ensuring alignment with business objectives.
• Ensure policies, procedures, and manuals are up to date and adhered to.
• Lead and coach through errors and escalations, resolving issues and documenting outcomes.
• Investigate discrepancies and issues with custodians (e.g., NBIN).
• Identify and implement opportunities for team effectiveness, client satisfaction, and retention.
• Collaborate with other leads and managers in Client Operations and Private Wealth to enhance the end-to-end client experience.
• Build strong relationships with key custodians, managing adherence to service level agreements.
• Lead ad hoc projects and stay current on industry trends and regulatory changes.
• Collaborate with Advisory and Private Wealth teams to provide administrative expertise and personalized client service.
• Work directly with clients to complete documentation and ensure regulatory compliance.
• Execute client requests for non-financial changes, managing the process from start to finish.
• Liaise with custodians and insurance carriers to execute client requests, proactively escalating as needed.
• Maintain client data and perform data integrity checks for quality control.
• Provide backup support to other team members as necessary.
• Actively engage in ongoing learning and development.

Requirements

• 3–5 years of client-facing experience in financial services, with exposure to both front- and back-office operations and dealing with custodians.
• Previous experience and/or training in leading, coaching, mentoring, and delegating tasks to team members is an asset.
• Strong problem-solving skills, with the ability to escalate complex issues efficiently and drive timely resolutions while ensuring client and stakeholder satisfaction.
• Experience leading and coordinating projects, ensuring effective execution and alignment across stakeholders and team members.
• In-depth knowledge of Registered Plan products, including rules, regulations, and their application, with hands-on experience processing transactions and troubleshooting related inquiries.
• Solid understanding of Canadian investment securities, including industry processing standards, compliance requirements, and CRA guidelines.
• Proficiency in Microsoft Outlook, Excel, and Word, with experience using CRM platforms (e.g., Salesforce).
• Strong client service and relationship management skills.
• Exceptional attention to detail and accuracy.
• Excellent verbal and written communication skills in English.
• Collaborative team player.
• Self-starter with the ability to take initiative, think critically, and independently seek out information and solutions.
• Undergraduate degree in business, finance, or a related field is an asset.
• Industry certification (e.g., CSC, CIM) is an asset.

Skills

• Financial services
• Client-facing experience
• Front-office operations
• Back-office operations
• Custodian relations
• Team leadership
• Coaching
• Mentoring
• Delegation
• Problem-solving
• Project management
• Registered Plan products
• Canadian investment securities
• Microsoft Outlook
• Microsoft Excel
• Microsoft Word
• CRM platforms (e.g., Salesforce)
• Client service
• Relationship management
• Attention to detail
• Accuracy
• Verbal communication
• Written communication
• Collaboration
• Initiative
• Critical thinking

Experience Level

• 3-5 years

Education Level

• Undergraduate degree in business, finance, or a related field is an asset
• Industry certification (e.g., CSC, CIM) is an asset

Salary/Compensations

• $80,000-$90,000

Benefits

• Profit sharing
• Benefit programs on day one
• Share ownership program

About the Company

• Sophisticated financial planning
• Diversified private investment funds and their exceptional performance
• 98% client retention rate
• Award-winning culture
• National leader in wealth management
• Recognized as a Best Managed Company
• One of Canada’s Top Employers
• Dedicated to upholding firm’s values through significant growth
• Values-driven work environment
• Collaboration, creativity and entrepreneurial spirit
• Passionate about business, culture and investing deeply in growth and development

Equal Opportunity

• Inclusive, equal opportunity employer.
• Priority to remove barriers to provide equal access to employment.
• Reasonable accommodation during the recruitment process available upon request.